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Different values of deadline for one Priority

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Ivan Sakharov
Honored Contributor.

Different values of deadline for one Priority

Hi all. My Service Desk is working for several companies. I have a problem with deadlines and priorities. I think that creation of several identical priorities with different deadlines is not a right solution for this problem.
Any ideas how I can link different values of deadline to one priority with support hours?

3 REPLIES
Saurabh Dubey
Acclaimed Contributor.

Re: Different values of deadline for one Priority

Hi Ivans,

Priority duration settings can not be have multiple vlues for the same priority in SD 4.5. Hence, out-of-the-box, your requirement is not available.

However, You can create UI Rules that define the deadline based upon multiple fields that you decide. This is a workaround if you want to include the CI owner's name in the caluculation (as per your SLA).

Hope this helps...

Regards,

Saurabh
Modesty is good!! But remember, all your life other people will try and take your achievements away from you, don't make it easy for them.
Ivan Sakharov
Honored Contributor.

Re: Different values of deadline for one Priority

Hi, Saurabh!

I solved this problem by creating DB-rule that updated field â max. durationâ to necessary not standard value in hours.

Thank you for your answer.
Ivan Sakharov
Honored Contributor.

Re: Different values of deadline for one Priority

thread is closed